Senior Implementation Analyst in Pune at Relatient Inc - India

Your Role at Relatient

The Senior Implementation Analyst customizes solutions to meet client needs and configures workflows within Relatient’s digital solutions. Our office is located in Amar Tech Park and brings an amazing culture where we focus on work that makes a difference. This role combines software configuration with client troubleshooting and coordination with technical teams to ensure that solutions address client needs and technical requirements.

How You’ll Make an Impact:

• Customize solutions and configure workflows within Relatient’s digital solutions to meet client needs and technical requirements.
• Diagnose and resolve client software and configuration issues, providing timely, helpful responses by phone and email.
• Assist clients with varying levels of technical experience in using Relatient’s web-based software.
• Take ownership of designated client issues and manage client expectations effectively and professionally, seeking assistance from team members when necessary.
• Serve as a liaison between clients and technical teams, providing Engineering and other team members with clear, complete information.
• Perform recommended diagnostic steps and gather the information necessary to investigate and resolve client issues.
• Escalate issues to management when appropriate.
• Communicate clearly and precisely with clients regarding technical issues, including expectations for callbacks and follow-up.
• Maintain complete and accurate records of client interactions and relevant technical details.
• Provide on-call support for urgent issues when they arise.
• Contribute to the development and improvement of team procedures that support consistent day-to-day execution, timely responses, and empathy for clients.
• Perform other duties as assigned.

What You Bring:

Required

• Bachelor’s degree in Computer Science or a related field, or additional relevant work experience in lieu of a degree.
• Five or more years of experience in software consulting, software testing, or software configuration.
• Working knowledge of software testing methodologies, database usage, debugging and SQL desired.
• Some knowledge on APIs and Postman will be an added advantage.
• Exceptional analytical and conceptual-thinking skills.
• Excellent problem-solving and logical-thinking skills.
• Excellent written and verbal communication and presentation skills.
• Ability to engage with clients about complex technical issues.

Preferred

• Knowledge of software-testing methodologies, databases, and SQL.
• Knowledge on APIs and Postman will be an added advantage.
• Automation or scripting experience.
• Experience in the healthcare industry.

What Success Looks Like:

• Configured solutions and workflows align with client needs and technical requirements.
• Client inquiries and technical issues receive timely, helpful, and accurate responses.
• Client expectations, follow-up commitments, and escalations are communicated clearly and managed professionally.
• Client interactions, diagnostic actions, and technical details are documented completely and accurately.
• Engineering and other technical team members receive clear and complete information needed to investigate client issues.
• Assigned client issues are managed with clear ownership through resolution or appropriate escalation.
• Team procedures support consistent day-to-day execution and an empathetic client experience.